Ghent University Academic Bibliography

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- Conference Paper
- C3
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The transformative potential of personalization in a data rich world

Khalid Mehmood (UGent) , Katrien Verleye (UGent) , Arne De Keyser (UGent) and Bart Larivière (UGent)

(2022) Frontiers in Service 2022, Abstracts.
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Boosting perceived customer orientation as a driver of patient satisfaction

Katrien Verleye (UGent) , Arne De Keyser (UGent) , Sophie Vandepitte (UGent) and Jeroen Trybou (UGent)

(2021) JOURNAL FOR HEALTHCARE QUALITY. 43(4). p.225-231
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- Journal Article
- A1
- open access
Moving the customer experience field forward : introducing the Touchpoints, Context, Qualities (TCQ) nomenclature

Arne De Keyser (UGent) , Katrien Verleye (UGent) , Katherine Lemon, Timothy Keiningham and Philipp Klaus

(2020) JOURNAL OF SERVICE RESEARCH. 23(4). p.433-455
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- Conference Paper
- C1
- open access
Making personalization work : a review of 45 years of personalization research and its customer outcomes

Khalid Mehmood (UGent) , Katrien Verleye (UGent) and Arne De Keyser (UGent)

(2020) La Londe Conference 2020, Proceedings.
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"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers

Bart Larivière (UGent) , David Bowen, Tor W. Andreassen, Werner Kunz, Nancy J. Sirianni, Chris Voss, Nancy V. Wuenderlich and Arne De Keyser (UGent)

(2017) JOURNAL OF BUSINESS RESEARCH. 79. p.238-246
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- Conference Paper
- C1
- open access
A taxonomy of service delivery systems: contrasting the customer and provider perspective

Katrien Verleye (UGent) and Arne De Keyser (UGent)

(2016) SERVSIG 2016.
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- PhD Thesis
- open access
Understanding and managing the customer experience

Arne De Keyser (UGent)

(2015) PhD Series Ghent University. Faculty of Economics and Business Administration.
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- Conference Paper
- C3
The quandary of designing integrated service delivery systems: balancing the logics of all involved parties

Katrien Verleye (UGent) and Arne De Keyser (UGent)

(2015) Frontiers in Service Conference, Abstracts.
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- Book Chapter
It's not your score that matters : the importance of relative metrics

Bart Larivière (UGent) , Arne De Keyser (UGent) , Timothy Keiningham, Lerzan Aksoy, Alexander Buoye and Luke Williams

(2014) Handbook of service marketing research. p.166-181
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- Conference Paper
- C3
Does being proactive pay off? Webcare strategies and their effect on customer emotions, outcomes and privacy concerns

Arne De Keyser (UGent) , Bart Larivière (UGent) and Yves Van Vaerenbergh (UGent)

(2014) 3th Annual Conference for Positive Marketing, Abstracts.

Academic Bibliography

The transformative potential of personalization in a data rich world

Boosting perceived customer orientation as a driver of patient satisfaction

Moving the customer experience field forward : introducing the Touchpoints, Context, Qualities (TCQ) nomenclature

Making personalization work : a review of 45 years of personalization research and its customer outcomes

"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers

A taxonomy of service delivery systems: contrasting the customer and provider perspective

Understanding and managing the customer experience

The quandary of designing integrated service delivery systems: balancing the logics of all involved parties

It's not your score that matters : the importance of relative metrics

Does being proactive pay off? Webcare strategies and their effect on customer emotions, outcomes and privacy concerns

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